TikTok Shop - Knowledge Management and Training Program Manager
Singapore
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
#7485943057540794642
Position summary
mplementing improvements to provide agents with accurate and aligned information when serving sellers and buyers.
- Act as an advocate for BPO agents by highlighting process or SOP gaps, providing feedback and enhancing training resources to close identified issues effectively.
- Collaborate with internal teams to communicate system and tool updates promptly, ensuring timely training or knowledge updates for BPO agents to maintain operational accuracy.
- Partner with BPO training teams and leadership to ensure adherence to the defined training strategy and timely delivery of training programs across all service channels.
- Work closely with operational project teams to plan and execute the rollout of new features, processes, and tools within agreed timelines across the region.
- Support and drive the successful implementation of new initiatives and product launches, including but not limited to training-related programs.
- Serve as the regional Subject Matter Expert (SME) for all training, knowledge management, and process-related matters, ensuring best practices and operational excellence across the organization.
Qualifications
Minimum Qualifications
- Bachelor's Degree in education, business administration or training related fields.
- 1+ years of experience in Knowledge Management and Training in customer service, preferably within Customer Service.
Preferred Qualifications
- Master's degree in education, business administration or policy related fields.
- Experience in e-commerce or marketplace platforms
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.